March 9, 2016 |

Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index

Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. This special edition report measures over 185,000 citizen responses for the fourth quarter 2015, revealing that satisfaction with... Read More

Categories: Government
December 1, 2015 |

Mobile Matters for E-Government Digital Success

As a government department, agency or program, your goal is to serve citizens– efficiently, cost-effectively and using their preferred channels. The release of The ForeSee E-Government Satisfaction Index (Q3 2015) highlights mobile, increasingly the medium of choice for many people. Close to 70% of Americans own smartphones, and some government agencies report that up to 50% of their traffic comes via mobile. Read More

Categories: Government
May 5, 2015 |

Improving the Federal Customer Experience: Feedback vs. Measurement in Digital Government

For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens. In the latest ForeSee E-Government Satisfaction Index, we pay special attention to the concept of performance measurement as it relates to digital government channels. Performance is often measured by what happened in the past. But to improve performance, you need to go beyond what happened in the past to help determine where and how to improve.   Read More

Categories: Government
March 12, 2015 |

7 Steps to Successful Government Customer Service

In the public sector, anyone who is part of a team or program charged with delivering a great web experience, a positive interaction with citizens or potential donors calling your contact center or the developer who writes lines of code with the objective of allowing customers to access relevant, up-to-date information can be recognized as a customer experience professional. But meeting the needs and expectations of today's multichannel, multi-device consumers of information can be challenging. So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers? Read More

Categories: Government
February 19, 2015 |

Achieving Customer Experience Excellence in Digital Government

It takes a village to deliver a great customer experience. Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens. The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. Read More

Categories: Government